No refund since December 2020

My parents bought a washing machine in December and it was faulty, they took the machine back to store and they were promised a refund...

Till date nothing happened we have been constantly following up... R9000 down the drain, they are giving us stories after stories...

Can someone please assist us with a way forward... I feel like the police need to be involved now or the law of some sort this is really uncalled for...

They are a ****, never by from Them I warn you... save yourself money and trouble!!!